Employee Experience (EX) for CX Leaders
3-day programme for CX, HR and operational leaders that connects employee experience to customer outcomes and shows how to design EX deliberately, from measurement to strategy.
Design EX deliberately
EXCXL is a 3-day professional certification programme that treats employee experience as the foundational layer of every credible CX strategy. Its premise is direct: your employees’ experience is your customers’ experience. It is built for CX leaders who need to influence HR, HR leaders who need to influence CX, and operational leaders accountable for both. Across twelve sections the programme moves from the EX-CX profit chain and EX measurement, through journey mapping, service culture, Voice of Employee and career growth, to technology, wellbeing, change management and an integrated EX-CX strategy. Delegates leave with an employee journey map, a Voice of Employee architecture and a 90-day implementation roadmap for their own organisation.
3 days
09:00 to 15:00 daily
In-person or virtual
Or hybrid, typically 8 to 20 delegates
MCQ and roadmap
40 open-book questions plus a 90-day implementation roadmap
ICXI EX Practitioner
ICXI Certified EX for CX Practitioner, with a digital badge
The three-day agenda
Day 1 makes the case for EX and shows how to measure it, Day 2 designs journeys, culture, voice and growth, and Day 3 covers technology, wellbeing, change and an integrated EX-CX strategy.
Day 1 · The EX-CX Connection
- D1Why Employee Experience Matters for CX
The EX-CX profit chain, the evidence base, the cost of disengagement and EX as a competitive advantage in talent and customer markets.
- D1Understanding Employee Experience
EX versus engagement and satisfaction, the Employee Lifecycle from attract to offboard, Moments That Matter and EX persona segmentation.
- D1The EX-CX Mirror Effect
How internal culture shows up with customers: emotional labour, symmetry of attention, culture leakage and the Zappos, Southwest and Disney cases.
- D1Measuring Employee Experience
eNPS, pulse surveys, engagement indices and sentiment analysis, linked to CSAT, NPS and churn through the EX Measurement Framework.
Day 2 · Designing Employee Experience
- D2Employee Journey Mapping
Mapping the employee journey from job posting to exit, finding friction points and moments of truth, and assigning cross-functional ownership.
- D2Creating a Service Culture
Culture as operating system: values-driven behaviours, rituals and stories, psychological safety, frontline empowerment and aligned recognition.
- D2Internal Communication & Voice of Employee
Designing a VoE programme and listening architecture, closing feedback loops and acting visibly so that employee feedback builds trust.
- D2Learning, Development & Career Growth
Capability frameworks for CX roles, coaching and mentoring, visible career pathways, skills-based development and knowledge management that survives turnover.
Day 3 · Leading EX Transformation
- D3EX Technology & Digital Workplace
The HR tech ecosystem, employee self-service, collaboration tools, AI in EX and measuring Digital Employee Experience (DEX).
- D3Wellbeing, Inclusion & Psychological Safety
Holistic wellbeing, inclusion as experience design, a psychological safety framework, burnout prevention and work-life integration.
- D3Change Management for EX
Leading multi-year EX programmes through stakeholder alignment, a clear EX business case, ROI measurement and visible quick wins.
- D3Building an EX-CX Strategy
Integration and shared governance, the EX-CX Maturity Model, action planning and the 90-day implementation roadmap for your own organisation.
- D3Certification Assessment and Roadmap Workshop
A 40-question open-book multiple-choice assessment and finalisation of your 90-day roadmap, which is submitted for facilitator review.
Who it is for, and what you gain
Who should attend
- CX leaders, Heads of Customer Experience and CX practitioners responsible for service-culture outcomes
- HR Directors, Heads of Talent, Heads of Employee Experience and HR Business Partners working alongside CX
- Operations and frontline leaders in contact centres, retail, healthcare and hospitality
- Internal communications, learning and development and culture leads who shape the EX-CX bridge
- Consultants and partner-firm staff advising clients on integrated EX and CX programmes
What you will leave with
- An evidence-led articulation of the EX-CX profit chain to take to the executive committee
- A working command of the Employee Lifecycle, Moments That Matter and EX persona segmentation
- A measurement framework linking eNPS, pulse survey and sentiment data to CX outcomes
- An end-to-end Employee Journey Map for your organisation, with friction points and moments of truth identified
- A service culture playbook and a Voice of Employee architecture with closed-loop feedback and visible action
- A capability and career-pathway model that retains talent and builds CX excellence
- An EX technology stack design, a wellbeing and inclusion framework and a multi-year change management plan
- A 90-day EX-CX implementation roadmap and the ICXI Certified EX for CX Practitioner credential
How it fits the Academy pathway
Delegates should bring CX, HR or operational leadership experience, and the CX Foundation Course, CX Professional Diploma or an equivalent is recommended beforehand. EXCXL is one of the ICXI Academy’s 3-day programmes for leaders, alongside Digital CX Transformation and Wellbeing and Resilience Leadership. Related employee experience programmes include EX Excellence Maturity Assessment and The Happiness Advantage. Senior leaders and board members can also take the 1-day CX Executive Masterclass, CX consultants can take CX Consulting Professional, and senior practitioners entering the assessor track can continue to ICXI Accredited Assessor Training (AAT).
Related courses.
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Book a place on Employee Experience (EX) for CX Leaders
Join a public cohort or arrange an in-house cohort for an integrated CX and HR team. The ICXI team will come back to you with dates and details.
Frequently asked questions
Who is Employee Experience (EX) for CX Leaders for?
It is for leaders who own, or partner closely with the function that owns, both customer and employee outcomes. That includes CX leaders who need to influence HR, HR leaders who need to influence CX, operations and frontline leaders, internal communications, learning and culture leads, and consultants advising on integrated EX and CX programmes.
How long is the course and how is it delivered?
EXCXL runs over 3 days, from 09:00 to 15:00 each day, across twelve sections, four per day. It can be delivered in-person, virtually or as a hybrid, typically for groups of 8 to 20 delegates, either as a public cohort or in-house for an integrated CX and HR team.
How is the course assessed?
There are two components. The first is a 40-question multiple-choice knowledge assessment covering all 12 sections, the key frameworks and the case study: 60 minutes, open book, with a 70% pass mark (28 of 40). The second is a 90-day implementation roadmap developed during the programme, then submitted and reviewed by the facilitator. One resit is available at no additional cost.
What is the 90-day implementation roadmap?
It is the practical component of the certification. Delegates build a roadmap for their own organisation during the programme, covering a first wave of quick wins and foundational work such as measurement, a culture audit and a listening programme. Drafts get peer feedback, the roadmap is finalised on Day 3, and it is submitted for facilitator review.
Is there a case study?
Yes. A financial services EX transformation runs as a connecting thread across all 12 sections, following a 90-day intervention that covers onboarding, a listening architecture, frontline empowerment and celebrated values, and the results it produced for employees and customers.
How does it fit ICXI's other courses?
EXCXL sits in the ICXI Academy pathway for CX, HR and operational leaders integrating EX and CX. The CX Foundation Course, CX Professional Diploma or an equivalent is recommended first. Related options include Digital CX Transformation for transformation leaders, the CX Executive Masterclass for senior leaders and ICXI Accredited Assessor Training for those entering the assessor track.